Team member-Continuous improvement-Kaizen_SUPPORT SERVICES_0731_1288_1063213

Job Role

The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment

S/he will have to identify customer pain areas across the Customer journey.

Prioritize & resolve the customer issues by simplifying process, relook at policies / practices

Collaborating with cross functional teams to drive improvements, identified as part of the root cause analysis framework

Doing root cause analysis of the complaints to identify actions and closure of the action points quickly to reduce complaints/ TAT improvement

Driving strategic initiatives centered around complaints/contacts, NPS, TAT to derive insights and enhance customer experience

Job Requirements

Customer orientation - Essential

Problem solving / Analytical – Essential

Project management skills – Essential

Result Orientation – Essential

Understanding of business - preferable

Appreciation of technology – preferable

Good communication skills – written and oral